NICE Voice of the Customer (VOC)

(4)
4.3 out of 5 stars

NICE Voice of the Customer (VOC) solution enables organizations around the globe to capture, understand and most importantly, drive action from the voice of their customers.

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NICE Voice of the Customer (VOC) Reviews

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Showing 4 NICE Voice of the Customer (VOC) reviews
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NICE Voice of the Customer (VOC) review by <span>crystle b.</span>
crystle b.
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"sufficient way to collect customers wants and needs"

What do you like best?

Easy interface navigation

Helps engage with customers and ultimately helps get better marketing ROI.

What do you dislike?

This is a beneficial add on to other tools out there. The data collected is sufficient depending on what your needs are when marketing but there should be a way to get more in depth or use in other ways.

Recommendations to others considering the product

Know prior to start of where and what you would like to see accomplished. Always search for and missing points and see what touch ups you can do to customize to your organizations desired outcomes

Some things that we were told to take advantage of were outlined prior to our first go with voc.

Customer processes can be custom built to support several different business goals depending on the strategy and needs of your organization.

What business problems are you solving with the product? What benefits have you realized?

When it comes to discussing business issues, VOC gives a outline of highlights and a approachable way to interact while actively taking into account allowing us to help the buyers and solve problems that were concerns.

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NICE Voice of the Customer (VOC) review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Review Source

"Utilized to review calls for quality as well as to identify trends to better customer experience."

What do you like best?

The best feature I liked was the real time feedback from customers. Every customer go a survey and we can address concerns for service in a timely manner versus 3 months later. It allows us to perfect our customer's experience with us. When we receive a particularly unhappy customer's feedback we are also able to contact that customer back right away as well. This lets them know that they are important to us and that we take their feedback serious and do care about the service they received.

What do you dislike?

Navigation in some of the areas is a little clunky. Sometimes have to export the data to really see what is going on.

Recommendations to others considering the product

The more we share the better the industry will become at providing excellence in service. We all want our customers to be happy and loyal. This is a huge help to ensure we are keeping loyal customers as the acquisition of new customers is costly.

What business problems are you solving with the product? What benefits have you realized?

We have solved customer experience issues, we are improving our customer's experience for example, our business was not able to change due dates. We made system enhancements to allow this. Once we went live with the changes we utilized Fizzback to capture any surveys returned for that last 90 days where there was mention of not being able to change the due date. We contacted every one of those customers back to notify them that we now have this available for them and thanked them for them feedback. That is just one of the many ways we have utilized Fizzback to improve our business. The benefits are too many to list! The most important benefit is we are getting the VOICE of the customer and then we are able to provide training and coaching on the skills needed to improve our service that we are providing.

What Enterprise Feedback Management solution do you use?

Thanks for letting us know!
NICE Voice of the Customer (VOC) review by User in Wholesale
User in Wholesale
Validated Reviewer
Review Source

"INSTANT FEEDBACK FROM CUSTOMERS"

What do you like best?

I really like this system as it enables us to capture the customer feedback instantly. We are able to interact with our customers more and therefore are improving our customer service and overall performance.

What do you dislike?

I dislike that there are not more features to this product. This tool is great in combination with others but i wish it captured more data and we could use it in other ways.

Recommendations to others considering the product

Overall, this product is easy to use and does help a lot with you overall goals as a company. I do think that they could add more features to make this even better.

What business problems are you solving with the product? What benefits have you realized?

We have solved a lot of problems so far. Including reducing wait times and miscommunications can be corrected almost immediately. We can also address any questions that they have about our products right there with little wait for the customer.

NICE Voice of the Customer (VOC) review by User in Utilities
User in Utilities
Validated Reviewer
Review Source

"Fizzback"

What do you like best?

Fizzback did a nice job of taking our data and putting it into a format that was easy to use, manipulate and present.

What do you dislike?

The time from initial contact to actually being able to use our data took a while.

Recommendations to others considering the product

I'd get it a shot. Make sure you have a very good idea of where you want your analysis to go so that they can build the product to help you reach your goals.

What business problems are you solving with the product? What benefits have you realized?

We were solving reasons customers were unhappy with our product and service. The benefits were that we were able to easily identify when a customer had multiple issues on one call where we didn't have that ability before. We could then dig more into the call to see how we could better approach those types of calls in the future.

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